on 17-03-2021 14:01
Hello,
I am noticing packet loss on Xbox One, wired connection to Asus AC86U with Virgin Media Superhub 3 in modem mode.
Is it possible to check for congestion issues in my area or issues with my modem settings?
15th:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/ad34cab8ac9862ec264646037cbba08d2e7a1233-15-03-2021
16th:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/439db785277f122cc87668a82911769b12d69ffd-16-03-2021
17th:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/5b431549213903ecde1d8e15ea5a4cbea1d9eb93-17-03-2021
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 0.2 | 38 | 256 qam | 25 |
2 | 267000000 | 0.2 | 38 | 256 qam | 17 |
3 | 275000000 | 0 | 38 | 256 qam | 18 |
4 | 283000000 | 0 | 38 | 256 qam | 19 |
5 | 291000000 | 0 | 38 | 256 qam | 20 |
6 | 299000000 | 0.2 | 38 | 256 qam | 21 |
7 | 307000000 | 0 | 38 | 256 qam | 22 |
8 | 315000000 | 0 | 38 | 256 qam | 23 |
9 | 323000000 | 0 | 38 | 256 qam | 24 |
10 | 339000000 | 0 | 38 | 256 qam | 26 |
11 | 347000000 | 0 | 38 | 256 qam | 27 |
12 | 355000000 | 0 | 38 | 256 qam | 28 |
13 | 363000000 | 0.2 | 40 | 256 qam | 29 |
14 | 371000000 | 0.2 | 40 | 256 qam | 30 |
15 | 379000000 | -0.2 | 38 | 256 qam | 31 |
16 | 387000000 | -1 | 38 | 256 qam | 32 |
17 | 395000000 | -1.7 | 38 | 256 qam | 33 |
18 | 403000000 | -1.7 | 40 | 256 qam | 34 |
19 | 411000000 | -1.5 | 40 | 256 qam | 35 |
20 | 419000000 | -1.4 | 40 | 256 qam | 36 |
21 | 427000000 | -1 | 38 | 256 qam | 37 |
22 | 435000000 | -1 | 40 | 256 qam | 38 |
23 | 443000000 | -1 | 38 | 256 qam | 39 |
24 | 451000000 | -0.9 | 38 | 256 qam | 40 |
on 17-03-2021 14:01
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 7 | 0 |
2 | Locked | 38.9 | 10 | 0 |
3 | Locked | 38.6 | 9 | 0 |
4 | Locked | 38.6 | 12 | 0 |
5 | Locked | 38.9 | 7 | 0 |
6 | Locked | 38.9 | 7 | 0 |
7 | Locked | 38.9 | 7 | 0 |
8 | Locked | 38.9 | 10 | 0 |
9 | Locked | 38.9 | 13 | 0 |
10 | Locked | 38.9 | 8 | 0 |
11 | Locked | 38.9 | 8 | 0 |
12 | Locked | 38.9 | 7 | 0 |
13 | Locked | 40.3 | 12 | 0 |
14 | Locked | 40.3 | 7 | 0 |
15 | Locked | 38.6 | 8 | 0 |
16 | Locked | 38.9 | 9 | 0 |
17 | Locked | 38.6 | 8 | 0 |
18 | Locked | 40.3 | 12 | 0 |
19 | Locked | 40.3 | 10 | 0 |
20 | Locked | 40.3 | 22 | 0 |
21 | Locked | 38.9 | 10 | 0 |
22 | Locked | 40.3 | 23 | 0 |
23 | Locked | 38.9 | 7 | 0 |
24 | Locked | 38.9 | 10 | 0 |
on 17-03-2021 14:02
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 40.3 | 5120 | 64 qam | 5 |
2 | 39400012 | 40.3 | 5120 | 64 qam | 4 |
3 | 46200034 | 40.8 | 5120 | 64 qam | 3 |
4 | 53700002 | 42.3 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Network Log
Time Priority Description
17/03/2021 13:13:31 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/03/2021 13:13:3 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/03/2021 01:00:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/03/2021 22:36:34 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/03/2021 22:36:34 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/03/2021 05:44:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/03/2021 10:36:34 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/03/2021 10:36:34 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2021 14:55:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 17-03-2021 14:03
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | kldJKDHSUBsgvca69834ncxv9 |
Primary Downstream Service Flow
SFID | 31721 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 4825 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
on 19-03-2021 16:15
Hi topcat123,
Thanks for your post and apologies to hear about the issues you have been having with your packet loss.
Checking your account, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There is a fault open that has already been raised and is affecting you. The details of that are here:
I have made a note of this on your account so the relevant teams are aware you are affected. If there is anything else we can do, let us know.
Thanks,
on 03-04-2021 09:15
Hello,
I am still experiencing the same issues. Please can you check if the fault was resolved?
Thanks
on 03-04-2021 10:12
You're going to get a new date.
on 05-04-2021 11:28
Apologies for the delayed response, topcat123,
The fault is still ongoing and works are underway. The ETA is currently set to 12 APR 2021 15:00
Thanks,
Corey C
on 16-04-2021 14:34
Hello,
This remains broken.
I don’t understand why you give a date (and time) for a resolution if it never happens.
We are paying for a service.
on 16-04-2021 18:53
Hi topcat123,.
Thank you for reaching back out to us in our community and welcome back, we are sorry to hear the area issue is still present.
I appreciate you were given a fix date previously and this still hasn't been resolved, all fix dates are estimates and can change depending on the complexity and whether or not we need permission from the local council to carry out the needed work.
You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then.
The digestion issue is booked under F008589046 and the estimated fix date now is 27 APR 2021 15:00, we are sorry for the continued inconvenience caused.
Regards
Paul.